WebMD Presents Communication Strategies Using DISC

1. WebMD Presents Communication Strategies Using DISC Given by: Michelle Benvenisti

2. Purpose for Today Purpose Process Payoff

3. DISC FYI … • Behavioral Styles • Focus is on external, observable behaviors measured by one’s openness & directness. • How to use this Report • Part 1: Understanding your own personal style • Part 2: Action Plans for interaction

4. Question . . . • If you go to Italy, would it be wise to try and speak the language? • Why?

5. Visiting Four Countries • Before visiting other countries, learn basic words & actions. • Your native language (or style) remains your most familiar language. • What are some positive characteristics about each profession? ominant nteractive teady ompliant Teacher Coach Scientist Athlete

6. DISC World Tour Athletes Coaches Scientists Teachers

7. Identify Natural Style Natural Style Graph II Adapting Style Graph I D I S C D I S C Sample Graphs Page 5 DISC Report 7 Focus on Graph II - Natural Circle highest point(s.)

8. Divide & Conquer! ominant nteractive teady ompliant Teacher Coach Scientist Athlete Left Side of Room Right Side of Room 8 • Based on the highest point on your Graph II - Natural • Please go to your side of the room.

9. Please Write the Following on Page 5 Adapting Style Graph I Snapshot of One Workday Natural Style Graph II Real You – 24/7 At Work or Home Styles Assessment NOT Skill Assessment Energy Line

10. STYLE - High D - Problem Solver (Quick) High Intensity = Problem Solve NOW! I S C May rush into decision making Energy Line = Energized when Assertive. Strong “D” – your example?

11. STYLE - Low D – Problem Solver (Cautious) I S C • Thinks before deciding on a solution • Reflects before selecting a conclusion. • Priority is to first gather information, then determine best options. • Can develop SKILL to make quick decisions if needed. High Intensity = Problem Solve Now Energy Line = Energized when Assertive. Low Intensity = Process First, then Solve Problem

12. STYLE - High I – People (Expressive) High Intensity = Gets energized around people D S C Enthusiasm can overpower Energy Line = Energized when Interacting. Strong “I” - your example ?

13. STYLE - Low I – People (Reserved) D S C • Prefers to be behind the scenes, not center stage. • Approaches interactions in a more reserved manner. • More apt to observe before engaging in conversation with someone new. • Can learn SKILL to be outspoken, speak in front of groups. High Intensity = Get energized around people Energy Line = Energized when Interacting. Low Intensity = Prefers calm interactions

14. D I C STYLE - High S – Plan (Methodical) High Intensity = Supportive. Orderly plans. May want to keep things status quo Energy Line = Energized by Planning. Strong “S” - your example?

15. STYLE - Low S – Plan (Spontaneous) D I C High Intensity = Supportive. Orderly plans. • May have a plan and then quicklychangesto a whole new approach. • If project is not fun or exciting, may generate new strategies to get themselves motivated. • Prefers others do the planning. • Can develop SKILL to be organized and follow timelines. Energy Line = Energized by Planning. Low Intensity = Prefers to be spontaneous, brainstorm lots of ideas.

16. D I S STYLE - High C – Procedures (Accuracy) High Intensity = Analyzes, prefers procedures. Can get stuck in the details Energy Line = Energized by Procedures and Details. Strong “C” - your example?

17. STYLE - Low C – Procedures (Sees Possibilities) D I S • Changes the rules if they don’t seem to fit the situation. • Independent. • Has a “CanDo” attitude. • Results don’t always have to be 100%. • Can learn the SKILL of doing accurate paperwork. High Intensity = Analyzes, prefers procedures. Energy Line = Energized by Procedures & Details. Low Intensity = Big Picture. Conceptual.

18. The DISC Debriefer – Does this Sound Like You? • ominant • Energized when Assertive with Problem Solving /Challenges • nteractive • Energized by Inspiring People • teady • Energized by Accommodating when Planning • ompliant • Energized by Accuracy with Procedures • Descriptors • Accurate • Cautious • Logical • Descriptors • People-Limelight • Idea Person • Light-hearted • Descriptors • Plan/Routine • Cooperative • Reliable/Steady • Descriptors • Problem Solve • Challenge • Results Energy Line • nteractive • Prefers to be composed when talking to people • ominant • Prefers to be Reflective before Solving Problems & Challenges • teady • Prefers to be Spontaneous if Planning • ompliant • Prefers to be big Picture focused with Procedures • Descriptors • Break the rules if needed • Risk Taker • Big Picture Focus • Descriptors • Spontaneous • Care-free • Impulsive • Descriptors • Subtle • Modest • Behind the Scenes • Descriptors • Process • Careful • Reflective

19. Graph II - Participant Graphs

20. Graph II - Participants Graphs

21. Based on Graph II - Overview of Styles Participants DIRECT – Fast Paced OPEN – Relationship / People Oriented GUARDED – Task Oriented INDIRECT – Slower / Cautious 21

22. Graphs I & II - Similar Adapting Style Graph I Natural Style Graph II • If both Adapting Style & Natural Style are similar: • You tend to use same behavioral traits across environments. • Work feels inline with how you would like to be communicating. = Page 5 of your report

23. = Graphs I & II - Different Adapting Style Graph I Natural Style Graph II • If Adapting Style is significantly different than Natural Style: • Going out of comfort zone (style) to get job done. • Shows flexibility. • If prolonged, can cause stress. • Helpful – recall what responsibilities you were carrying out the day you took the DISC. Page 5 of your report

24. Comparing DISC Graph II with I Adapting Style Graph I Natural Style Graph II In the zone…

25. Comparing DISC Graph II with I Participant Guide – Page 2 2 25 Comparing Graph II “Natural You” with Graph I “Snapshot of 1 Day at Work”

26. Start with Graph II Start with Graph II and yellow marker. Example: D is a little below Energy Line. Worksheet: Under “D”, the word “Calculating” is in similar location. 26

27. Continue process with I, S, C Example: I is at top of Graph II. “Animated”is yellow. S is in middle of 5. “Patient”is yellow. C is below the 2. “Arbitrary” is yellow. Then connect yellow. 27

28. Now, do process with Graph I - with different color marker D towards top of 2. “Indirect”is blue. I a little below top of 6. “Inspiring”is blue. S is bottom of 1. “Risk-taker” is blue. C is bottom of 1. “Big-Picture” is blue. 28

29. Graph Gap Analysis – Provides Insights Instructions – Example: 1. Start with Graph II, yellow under D. D is at “Calculating.” 2. On the Graph I, blueunder D. D is at “Indirect.” 3. Count words in between with yellow as benchmark. Example: Blue word is 3 words below Yellow word. 4. Write down “3” at bottom of page- Next to “D Goes Down.” 29

30. Activity With partner, review your: -Strengths -Motivators -Communication Tips Page 12 of Your Report

31. Strengths • ominant • Asks questions that challenge tradition • Works quickly to resolve issues I • nteractive • Brings a sense of enthusiasm • Easily negotiates conflicts between teams • ompliant • Clarifies complex issues • Demonstrates technical expertise • teady • Excels at calming disagreements • Looks for different approaches 31

32. Motivators I • ominant • Authority equal to responsibility • Opportunities to express ideas and opinions • nteractive • Recognition for skills and insights • Power to control own career path • ompliant • Tasks completed right first time • Projects highly specialized • teady • Sincerity from groups and peers • Sufficient time to adjust to change 32

33. Communication Tips • ominant • Get to the point quickly; Don’t ramble • Be prepared to handle some objections I • nteractive • Be engaging and fast-paced • Provide immediate incentives for them • ompliant • Present ideas logically • List pros and cons of suggestions you make • teady • Be candid, open and patient • Provide assurance on their input and suggestions 33

34. Video D, I, S, C ?

35. Activity Decoding Email -Identify style -Highlight key words or identify tone -How can you communicate more effectively with them?

36. Activity Debrief ominant nteractive Direct, concise, candid, open, decisive. Tell it like it is. Appreciates no-nonsense communication in return Team-oriented, patient, strive to avoid conflict, slower paced, peace-maker, tends to be cautious in decision-making. Appreciates more time for decision making Careful, conscientious, correct, accurate, task-oriented, less assertive, reserved in communication. Appreciates focus on facts and details Use colorful language, casual, optimistic, outgoing, opinionated, sometimes loud, playful and can appear to be unfocused. Appreciates upbeat tone to communication teady ompliant

37. Emailing a D, I, S, C “Hi Everyone! As you all know we have been exploring multiple solutions to automate the way in which we do tracking. I’m excited to say that we have narrowed it down to three options! If we were to go with Option A , it would reduce our costs by 10%. Option A has some tremendous benefits such as the ability streamline our daily reports and… What this means is no more manual entries ! Option B is still a good option and will increase productivity by 5% during years 1 & 2. With Option B, we can also have several new functionalities such as… We could also do a combination of the two because they offer different benefits but it would be 50% higher upfront investment required. • I know you all have a vested interest in ensuring we choose the right solution. I’d love to get your feedback on this by the end of next week. • Thanks so much!!! • Jane “Team, We have narrowed our solutions to the tracking automation down to three different options. Included is an overview of the financial impact / benefits with a detailed explanation of each of these options further below. Please provide your feedback on these options no later than Friday, November 11th at noon. Benefits Overview: Option A - Reduces our costs by 10%,Option B - Increases productivity by 5% years 1 & 2,Option C - Combination of A&B but 50% higher upfront investment required. Detailed Description: Option A – Company XYZ provides the following feature sets… Option B- Company ABC… Thank you, Jane”

38. Emailing a D, I, S, C – Which do you Prefer? “Hi Everyone! As you all know we have been exploring multiple solutions to automate the way in which we do tracking. I’m excited to say that we have narrowed it down to three options! If we were to go with Option A , it would reduce our costs by 10%. Option A has some tremendous benefits such as the ability streamline our daily reports and… What this means is no more manual entries ! Option B is still a good option and will increase productivity by 5% during years 1 & 2. With Option B, we can also have several new functionalities such as… We could also do a combination of the two because they offer different benefits but it would be 50% higher upfront investment required. • I know you all have a vested interest in ensuring we choose the right solution. I’d love to get your feedback on this by the end of next week. • Thanks so much!!! • Jane” “Team, We have narrowed our solutions to the tracking automation down to three different options. Included is an overview of the financial impact / benefits with a detailed explanation of each of these options further below. Please provide your feedback on these options no later than Friday, November 11th at noon. Benefits Overview: Option A - Reduces our costs by 10%,Option B - Increases productivity by 5% years 1 & 2,Option C - Combination of A&B but 50% higher upfront investment required. Detailed Description: Option A – Company XYZ provides the following feature sets… Option B- Company ABC… Thank you, Jane”

39. Emailing a D, I, S, C • Be friendly & professional but not too casual • Salutations (Thanks, Thanks!!!!, Best -, Cheers, Regards) • Don’t overuse exclamations or emoticons • Be brief, but not too brief • Be succinct…use bullets • Provide summary information upfront and elaborate further below • Be consistent – use different font color for pertinent information (i.e. deadline, call to action, etc.) • Use professional auto-signature

40. Tension Among Styles • Pace Problems • PriorityProblems • Pace and Priority Problems

41. Your Business Communication Challenge • What person have you had the most challenging communication with? • Why? • What behaviors do they exhibit face-to-face, in meetings or in email communication that makes your communication challenging?

42. Action Planning Pages 8 & 9 of your Participant Guide

43. Learn on Your Four Country Visits? What Actions Will You Take? I ominant nteractive teady ompliant Scientist Teacher Coach Athlete

44. Thank You for Coming! Michelle Benvenisti Training Director & Certified DISC Trainer

45. APPENDIX

46. Recognize these Office Spaces? D C S I